Canadian Lodging News - July 2015 by Ishcom Publications

i s h c o m p u b l i c at i o n s s i n c e 19 8 6

C A N A D I A N

LodgingNews July 2015 Vol. 12 No. 6

c a n a da’ s l o d g i n g b u s i n e s s n e w s pa p e r $ 5 . 0 0

GTHA Gives Humber $90,000

music builds brAnd loyAlTy

A beTTer HoTel sleeP eXPerience

PullouT secTion: cln’s 2016 HoTel FrAncHise rePorT

Hotel X: Toronto urban resort takes shape

Canada Post Publications Mail Agreement No. 40010152

sort hotel has risen: the last concrete form was poured in April completing the 29-storey exterior structure, and the $220-million project is taking group reservations for April, 2016. The hotel is unusual in a number of respects. First, the developer provided $100 million in equity to put up the building. Second, there is no condo component. Third, it’s situated on nine acres of land — unheard of for a city core location. And fourth, that land is leased from the City of Toronto for 99 years. The project has had its challenges. Archaeological requirements were substantial, costing a couple million dollars. The hotel sits on a complex of buildings that were part of the Stanley Barracks, a replacement to Fort York. Indeed, the administrative offices for Hotel X are located in the historic officers quarters. The foundations of the barracks will be exposed so that the public can view them. And at one point, the developers had to take a couple of storeys off the hotel to accommodate an emergency airport runway. Hotel X features 404 guestrooms and suites, ample meeting and event space, and luxurious amenities. There is a three-level rooftop, where guests can enjoy the rooftop lounge, lobby bar and two upscale restaurants, and sunbathe on From left: Celso Thompson, director of sales and marketing; David Northcote, Norr the roof ’s sloped green lawn. Limited (construction), John Mader, asset manager and Henry Kallan, president. The hotel was built to LEED silver requirements, and is estimated to use 29 per cent less TORONTO — When Henry Kallan, presi- Airport — it was spectacular.” Right there and then, he decided that with a energy than a building without the LEED feadent of Library Hotel Collection, first took a helicopter ride over Toronto’s Exhibition Place, little money, a little fantasy and a little creativ- tures. A 294-seat theatre will ensure the complex is future site of Hotel X, he felt as though he were ity, this truly could be a business and vacation part of Toronto’s film industry. There will also destination. in St. Tropez. “I looked at the beach, the little M6_FranAds_LodgingNews_NOBleed.pdf 1 2015-06-24 12:42 PM More than five years later, Toronto’s re- be a separate entrance for celebrities. islands, the moorings for boats and the Island

Low cost. High value.

D3h launches Home Inn Express SASKATOON, Sask. — D3h Hotels Inc. launched Home Inn Express, the budget-priced addition to its Home Hotels franchise, in Medicine Hat, Alta., on June 1. Opened in a property converted from a Motel 6 that had been part of the d3h portfolio, the inaugural Home Inn Express features 77 guestrooms in four configurations: The Guest Room (one queen bed); the Family Room (two double beds); the Master Bedroom (one king bed); and the Living Room (full-size sectional couch and Murphy pull-down queen bed). The renovation removed five guestrooms to accommodate expansion of the lobby and installation of a breakfast area that serves a complimentary hot morning meal and offers the option of an all-inclusive light dinner in the evenings, said marketing coordinator Alex Fleischhacker. Designed as a communal meeting spot for work and play, the lobby features laptop plug-ins and board and arcade games, along with couch seating and high tables, to host the tech area. A fitness centre is slated to open by mid-July. “D3h added Home Inn Express to accommodate the traveller who can’t afford the other Home Hotels brands, but still wants the same amenities,” said Fleischhacker. To that end, the Express chain will, for example, offer the same quality of beds, fixtures and linens as its sister banners. Early response to Home Inn Express has been extremely positive, with guests remarking on the “night and day” difference since the renovations. Continued on page 3

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D3h will also expand Home Inn & Suites

BRIEFS

Continued from page 1

AccorHotels.com a marketplace for independent hotels

Founded in Saskatoon, Sask., in 1998, d3h owns and operates 12 hotels in Alberta and Saskatchewan in three franchises: Motel 6, Days Inn and the company’s own Home Hotels, which includes HomeSuites by d3h (all-suite extended-stay), Home Inn & Suites by d3h (a mix of limited-service rooms and larger suites with kitchens), and the just-launched Home Inn Express. “The Home franchise is a unique product to the market because d3h has integrated the ‘best of the best’ limited-service hotel amenities into its designs,” said Fleischhacker, adding the Home Inn & Suites Regina Airport, opened in August 2014, features an attached coffee shop, a spa and a science-themed guestroom as part of a partnership with the Saskatchewan Science Centre. D3h is expanding the Home Inn & Suites brand, with the fourth hotel in that banner set to open in Saskatoon South. Expected to launch in August, that new-build 102-room property will feature larger suites with full kitchens, and limited-service rooms offering a 15-ft. granite desk, LED TV with upgraded channel and movie package, mini-fridge, microwave, coffeemaker and iHome alarm clock with MP3 connect. During the next few years, d3h plans to expand its portfolio by building one new hotel per year.

PARIS — AccorHotels ha ramped up its digital drive by transforming its AccorHotels.com distribution platform into a marketplace open to a selection of independent hotels. This service will gradually become available to hoteliers in the first target markets starting at the end of June, and guests will be able to access it starting this month. In time, the objective is to offer more than 10,000 hotels in 300 key cities worldwide, or a three-fold increase in the number of hotels on AccorHotels.com. This initiative is part of the Group’s transformation which kicked off in 2013.

HLT celebrates 10 years

Home Inn Express guestroom Those new-builds will be “a good mix of Days Inn and Home Hotels,” said Fleischhacker. The focus will be on Saskatchewan and Alberta, but d3h is also “open to new opportunities — in Manitoba, and we might also investigate B.C.,” she added. In addition, the company expects to take on management contracts of one to two existing limited-service hotels per year, focusing on the four Western provinces, said Fleischhacker.

“With the change in the economy right now, it’s hard to say what our portfolio will look like in a year, but we are always looking for properties and/or land to buy,” said CFO Carolyn Genest in marketing materials provided by the company. “We are also hoping to start marketing our Home Hotels to potential franchisees, as we have received a tremendous amount of inquiry since the brand has become positively recognized by guests.”

$90,000 for Humber on GTHA’s 90th TORONTO — The Greater Toronto Hotel Association donated $90,000 to Humber College to start a new management program aimed at middle managers during the celebration of its 90th anniversary last month at the Radisson Admiral hotel on Toronto’s waterfront. “The Greater Toronto Hotel Association/ Humber College Management Leadership Program … is a new program which aims at filling the gap in middle-management in the hotel community by offering high-level hospitality management training to the current ‘middlemanagement’ employees and ‘internationallytrained’ professionals in the GTA; a gap which has been identified in our industry,” said GTHA chair David Kelley. Susan Somerville, dean of Humber’s School

of Hospitality, Recreation & Tourism and Ramesh Srinivasan, professor/program coordinator at Humber College, were on hand to accept the award. Kelley also gave a picture of what Canada was like 90 years ago, as he welcomed delegates to the anniversary celebration. “The date was May 5th, the year was 1925. What was life like in Canada back then? Our Prime Minister was William Lyon Mackenzie King. Our governor general was Viscount Byng of Vimy. There were just over 9 million Canadians living in our nine provinces and 47 per cent of us were still living in rural areas. The average hourly wage was 78 cents. Life expectancy was 60 years old. We had 60 radio stations and zero television stations. We were listening to the top

hits of ’25 that included Sweet Georgia Brown, The Prisoner’s Song and Tea for Two. Speaking of prisoners, there were 54 murder charges, 355 drug offences and 6 executions in Canada that year. “The Toronto Hotel Association has been called many things over the past 90 years; we recall most of them to be positive,” Kelley noted. “Today beverage alcohol figures prominently in the association, in fact during the early 1940s, when we were called The Association of Hotel Toronto Proprietors, it faced a competing group over differences of opinion around the sale and service of beverage alcohol. Needless to say we were for it! I’m sure today we can agree the association has made the right decision on beverage alcohol.”

Destination Canada connects with U.S. NIAGARA FALLS, Ont. — Close on the heels of the federal government announcing additional funding for the Canadian Tourism Commission’s U.S. marketing initiatives, the CTC has changed its name to Destination Canada, a new corporate identity representing the campaigns and programs used to distinguish Canada as a competitive global destination. Announcing the CTC’s name change was Maxime Bernier, Minister of State (Small Business and Tourism) (Agriculture), who delivered the news May 26 during the Rendez-vous Canada international tourism marketplace, in Niagara Falls, Ont. Whenever doing business at home and abroad, the CTC will use Destination Canada instead of Canadian Tourism Commission. Bernier spoke to Canadian tourism sellers

and approximately 30 international travel trade media about the additional support for tourism announced in the federal government’s 2015 budget, which will allow Destination Canada to lead a new initiative, in partnership with the tourism sector, to promote Canada to travellers from U.S. leisure markets. On May 22, Prime Minister Stephen Harper announced that the CTC will receive $30 million during the next three years for a new marketing campaign to attract more American visitors to destinations across Canada. Led by Destination Canada, the Connecting America tourism campaign will market Canadian destinations to U.S. travelers, with the goal of attracting an additional 680,000 Americans during the three-year period. “The National Round Table on Travel &

Tourism, which includes the Hotel Association of Canada, the Tourism Industry Association of Canada, the Canadian Airports Council, the National Airlines Council of Canada and the International Air Transportation Association, has worked diligently with the government to facilitate this program,” said HAC president Tony Pollard in a release. “This announcement demonstrates the government’s commitment to the tourism industry in Canada.” Canada’s tourism industry is a crucial economic driver, with overall revenue reaching $17.3 billion in 2014. The U.S. is Canada’s largest inbound tourism market, welcoming 11.5 million American visitors annually, a number that is down 24 per cent from a decade ago.

TORONTO — HLT Advisory Inc. is celebrating its 10th anniversary by launching a new website at www.hlta.ca. Since its inception in 2005, the firm has gained particular prominence in gaming, hospitality, recreation and entertainment as well as the tourism and attraction sectors. It currently boasts 165 clients and 325 projects in 14 countries. The firm is led by Lyle Hall and Rob Scarpelli, with a combined sixty years of industryfocused consulting experience. Rob and Lyle are supported by a team of seasoned professionals, together bringing objectivity, common sense and, where appropriate, creativity to every assignment.

Legoland hotel opens in Florida WINTER HAVEN, Fl. — Legoland Hotel at Legoland Florida Resort has opened. At the grand opening, thousands of Lego minifigures blasted out of cannons on top of the hotel and a child discovered a key to open the hotel built for kids. Hotel features include the only Lego Friends themed guestrooms in the U.S., and the only Lego Friends themed suite in the world. Legoland Hotel features 152 guestrooms and suites across four themes: Pirate, Kingdom, Adventure and Lego Friends.

Patrick Brown at ORHMA AGM MISSISSAUGA, Ont. — Patrick Brown, who recently became leader of the Ontario Progressive Conservative party, spoke on the need for government to create a climate of investment, at the Ontario Restaurant Hotel and Motel Association’s 16th AGM June 1. “Give me your ideas. Tell me about your dream scenario for Ontario — how we can make sure your business grows.” That’s the message he left with about 40 delegates to the meeting held at the Four Points by Sheraton Mississauga. As well as his work as a Barrie, Ont. city councillor and MP since 2006, the 37-year-old Brown is an Honourary Citizen of Gujarat, India, receiving that designation from Narendra Modi, now prime minister of India.

CORRECTION — PINESTONE In a recent article about the Pan Am Games, Canadian Lodging News incorrectly stated that Pinestone Resort was located in Minden, Ont. The correct location is Haliburton. Canadian Lodging News regrets the error.

July 2015 | 3

C A N A D I A N

EDITORIAL

Liberated pairing: wine + food It’s long been accepted wisdom that you pair white wine with fish and red wine with beef. And more recently, chefs have paired foods with certain attributes with wines with foods that have the same attributes — such as light seafood dishes with delicate white wines. But Mark de Vere of Robert Mondavi, one of only a few Masters of Wine in the U.S., has a theory deemed heresy by some. Indeed, I thought his theory a little odd until I tried it out at To Kalon winery in California’s Napa Valley last month. It involves umami, defined as a taste sensation that is meaty or savoury and is produced by several amino acids and nucleotides. It is also viewed by some as a fifth taste sensation, along with sweet, sour, bitter and salty. The origin of the word is from the Japanese, meaning “savoury quality, delicious taste.”

It’s found in meats, fish, shellfish, ripe fruit, ripe vegetables and aged cheeses. The idea is that if you bring sweet and sour to balance umami, the wine will taste the way it is supposed to. De Vere started his tasting by lining up plain steak, chicken and fish, a small bowl of salt and several lemons in front of glasses of high-end Napa wine. We drank a Fumé Blanc along with the plain fish, and found that it made the wine taste harsh. We tasted a Chardonnay that was oaky, and found that the plain chicken flattened the taste. We tried plain steak with Cabernet Sauvignon, and found that it lost some of its fruit, and the tannins became bitter. Indeed, some in the crowd screwed up their faces with the unpleasantness. The moral of the story is that high umami foods flatten taste, de Vere said. Then we tried adding lemon and salt to the fish, and found that it worked well with

both the Fumé Blanc and the Cabernet. If we added only salt, it didn’t work as well. But the conclusion is that it’s okay to drink red wine with fish, de Vere said. In the same way, the Chardonnay and Pinot Noir tasted much better once salt and lemon were added to the meat — any meat. “This puts the chef in complete control,” de Vere said. “[The chef ’s job] is to help people who walk through the door. You don’t change the artistry of a dish by adding acid and salt. Typically, it optimizes the food.” During one of Robert Mondavi’s chef programs, well-known French chef Jean-Georges Vongerichten finished his dishes with lemon and a pinch of salt, instinctively brightening the cuisine, de Vere said. Classically trained chefs often sprinkle a little acid and salt into the dish before it goes out the door. “If you don’t have balance, no wine is going to taste good with food,” de Vere said. — Colleen Isherwood, Editor

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SPOTLIGHT

Music builds brand loyalty

By Leslie Craig Imagine walking into what was described as a “serene and relaxing retreat” and being welcomed with upbeat music blaring from the speakers in the lobby — a mixed signal for guests, leaving them questioning their choice of stay. Music is an undeniable mood-setter with brands like Apple, Coca-Cola and Molson leveraging music consistently in their brand-building efforts. But you don’t need to be a big brand to connect with customers through music. You simply need to make it a priority. Music is an emotionally-rooted medium that draws on nostalgia and emotion to create connections with customers quickly by setting a comfortable ambiance. The lodging industry can experience similar benefits by incorporating music into the guest experience — whether it’s someone checking in at a front desk, entering their room upon arrival, or sitting down to enjoy a drink at the bar, the music you play is integral to the overall experience of your customer. The summer months are a great time to consider how you are using music to complement or even improve a guest’s stay. At this time of year, Canadians are look-

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ing for ways to enjoy the warmer weather and explore the country, and this can mean increased traffic for your business as well as a big opportunity to leave a lasting impression. Although it’s difficult to quantify the benefit that music has on business, it has incredible value and plays a vital role — making customer experiences more powerful, enjoyable and memorable. While it’s difficult to measure the direct impact that air-conditioning has on the customer experience during the summer months, you’d be hard-pressed to find a hotel that’s willing to let their customers sweat! In an effort to better quantify the value of music for Canadian businesses, we asked Canadian proprietors how the music being played in an establishment affected their patrons: 74 per cent said music is important to the customer experience and 72 per cent said music is important to the ambiance of their business. In addition to this, late last year, half of the businesses we spoke with said that they would never stop playing music in their establishment, believing that their customers would complain if they did. So how are you using music to build rapport with your guests? Here are five easy ways you can integrate music into the guest experience, and create greater customer loyalty as a result. 1. Evaluate the music you are playing and ensure it aligns with your brand as well as the needs and expectations of your customers. Music needs to fit the brand you want to present, and it is an important ingredient to the right marketing mix. Ask yourself: is the music too upbeat for your brand that is synonymous with rest

and relaxation? Is the music too mainstream for your hip and trendy brand? 2. Play music that creates an appropriate ambiance for your guests. Is the music in the dining room too distracting to encourage conversations? Too loud for the lounge area? Too mellow to encourage dancing in the bar? 3. Consider places where music could amplify the customer experience. Do you have music playing in your lobby while patrons wait to checkin or meet a friend? 4. Take into account any events or festivals that have brought visitors to the area and use them as inspiration for your music choices. Is there a music festival or concert taking place on that weekend that many of your guests are attending? 5. Don’t forget about your colleagues and staff. Ask them their opinion and be open to the musical tastes of others. Are you playing music that appeals to you, but your staff and the anecdotal feedback they have from customers would prefer a different soundtrack for their stay? This summer, consider the music you’re playing and decide if it’s right for your customers. Adding music to your accommodation business mix is a win-win, and provides yet another opportunity for owners and their patrons to connect. Leslie Craig is the director of licensing with SOCAN (the Society of Composers, Authors and Music Publishers of Canada), a member-based and governed organization that represents the Canadian performing rights of more than three million Canadian and international music creators and publishers. Visit www.socan.ca

EDITORIAL ADVISORY BOARD JASON CHESKES Above The Line Solutions VITO CURALLI Hilton Worldwide PHILIPPE GADBOIS Atlific Hotels & Resorts MARK HOPE Coast Hotels ELIZABETH HUESTON Sysco Guest Supply Canada Inc. BRIAN LEON Choice Hotels Canada Inc. ROBIN MCLUSKIE Colliers International Hotels BRIAN STANFORD PKF DR. DAVID MARTIN Ted Rogers School of Hospitality CHRISTINE PELLA Serta Mattress Company TONY POLLARD Hotel Association of Canada ANDREW CHLEBUS LG Electronics

CANADIAN LODGING NEWS VOLUME 12 · NO. 6 · JULY 2015 Canadian Lodging News (www.canadianlodgingnews.com) is published 10 times a year by Ishcom Publications Ltd., 2065 Dundas Street East, Suite 201, Mississauga, Ont. L4X 2W1 T: (905) 206-0150 · F: (905) 206-9972 · Toll Free: 1(800)201-8596 Other publications include the Canadian Chains and Buyers’ Directory as well as:

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Accommodating employees with disabilities

By Lisa M. Bolton and Andrew Ebejer Employers identify managing and accommodating an employee with a physical or mental disability as one of the most difficult human resource challenges. Uncertain of what questions they are “allowed” to ask an employee and the extent of personal medical information they are entitled to receive, employers too often hesitate when they should act. Even when detailed medical information is provided, many employers are unaware of what steps must be taken to legally “accommodate” an employee with a disability. Unfortunately, because the obligation to accommodate necessitates an individualized assessment, there is no “one size fits all” formula. However, the following tips and best practices can help make the accommodation process as painless as possible.

The duty to accommodate The Ontario Human Rights Code requires an employer to accommodate an employee with a disability up to the point of “undue hardship” to the employer. This entails considering the employee’s restrictions and limitations and either modifying the employee’s current job or finding other work as close as possible to the employee’s pre-disability job, within the scope of the employee’s abilities. “Disability” is defined broadly under the

Code to include any degree of: physical disability, infirmity, malformation or disfigurement caused by an injury or birth defect or illness; mental impairment or developmental disability; learning disability or mental disorder; or injury or disability for which benefits are claimed or received under the Workplace Safety and Insurance Act (WSIA). The definition of “disability” does not consider when, where or how the injury or illness occurred; only that it exists. In other words, it is irrelevant whether the disability is as a result of a workplace injury, a motor vehicle accident or a weekend sports activity — the duty to accommodate remains the same.

Insufficient medical information Once it has been established that an employee has a disability, an employer must consider what can be done to facilitate the employee’s continued participation in the workplace. This analysis typically begins with questions into the nature of the disability (e.g. physical or mental), the employee’s limitations (e.g. no lifting of more than 10 kilos) and the expected duration of the limitations. To assist in this analysis, an employer is entitled to ask for and receive timely, accurate and relevant medical information. A doctor’s note that simply says “patient is unable to work for three weeks for medical reasons” is not sufficient. Nor can an employee refuse to provide information about limitations. Where the information from an employee’s doctor is insufficient, an employer may consider asking the employee to attend an independent medical examination paid for by the employer. If the employee fails or refuses to cooperate in the accommodation process, the employer may be justified in refusing the accommodation request

and/or taking disciplinary action up to and including dismissal.

The extent of accommodation If sufficient medical information is provided to establish that the employee requires accommodation, the employer must consider what, if any, modifications are necessary to enable the employee to return to work. This may include reducing productivity standards, reducing hours, increasing the number of breaks, allowing the employee to sit and stand as needed, etc. If it is not possible to modify the employee’s existing job, other similar jobs as close as possible to the employee’s wage rate must be considered. The employer must also explore if tasks from multiple positions can be combined or bundled. In essence, the duty to accommodate requires the employer to offer work that is as similar as possible to the employee’s pre-injury job and which addresses the employee’s disability restrictions. The options are endless and must be tailored to the individual employee. To this end, while an employee’s input into the accommodation process is important, the employee does not have the right to decide the details of the modified work. Refusal by the employee to perform suitable modified duties may give rise to discipline. It is only if the accommodation causes “undue hardship” to the employer will the employer be relieved of its obligation to provide accommodation. “Undue hardship” is difficult to establish as it must relate to one of the following three factors: cost, outside sources of funding, or health and safety concerns. Moreover, cost will only be considered to be “undue hardship” if accommodating the employee will significantly affect the viability of the business. Business inconvenience,

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employee morale, customer preference, collective agreements or contracts are not considered to give rise to “undue hardship.” Once an accommodation plan has been established, the employer should remain in regular contact with the employee and request updated medical information and reports to ensure that as the employee’s disability changes (if at all) the accommodation plan is amended accordingly. Ideally, the employee should be working toward a return to his or her pre-injury position.

Tips and best practices The duty to accommodate, while at times daunting, can be managed to the benefit of both the employer and employee. To simplify the process, remember the following tips: 1. Each case must be evaluated and analyzed on its own merits. There is no standard set of accommodation rules. 2. Accommodate to the point of undue hardship for all cases of disability, not just a disability that arises from a workplace accident. 3. Consider every suitable or potentially suitable workplace position, including bundled tasks. 4. Continue to request updated, meaningful medical information. 5. Work with the employee (and union) to explore and implement appropriate accommodation. 6. Reach out to experienced employment counsel who will help you navigate through the process. Lisa M. Bolton and Andrew Ebejer are lawyers with Sherrard Kuzz LLP, one of Canada’s leading employment and labour law firms, representing management. Call 416-603-0700 (Main), 416-420-0738 (24 Hour) or visit www.sherrardkuzz.com.

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July 2015 | 5

Today’s discerning travellers expect their hotel sleep experience to be on par with their at-home experience. BY DON DOULOFF

magine detesting a hotel bed so much that you choose to sleep on the floor or in the bathtub rather than on the in-room mattress. Yet that’s precisely what a handful of respondents indicated in a sleep survey conducted in late 2013 by global research firm Ipsos, polling travellers from the U.S., Great Britain, Russia and China. Thirty per cent of respondents said they have requested a room change or taken other action — including snoozing on the floor and in the bathtub — when their hotel bed didn’t meet their needs.

2 | Canadian Lodging News

George Courey Renaissance Lifestyle.

Doubletree by Hilton West Edmonton. Even though requesting a room change is far less extreme than catching forty winks on hardwood or enamelled steel, it still speaks volumes about the importance travellers place on their hotel beds. “Hotel guests expect, at a minimum, the same comfort they have at home — if not more — when they stay at a hotel,” said Jean-Pierre Bissonnette, sales director at mattress manufacturer Simmons Canada. “Trends come and go, but one that has remained for over a decade has been the plush mattress,” said Bissonnette. “The days of the firmer, thinner commercial mattress are gone. A more recent trend is temperature management. Beds often produce heat due to different materials such as memory foam; most guests prefer sleeping in a cool environment. Another trend is personalizing the guest sleep experience.” “The industry has moved up in value and specifications. Now, people want comfort and a better night’s sleep,” said Denis Jones, vice-president of regional sales at Serta Canada. “Ten years ago, hotels didn’t talk about (beds’) selling features. Now, the hospitality industry is asking for comfort features.” Currently trending are bigger hotel mattresses — “there’s been a move to queen- and king-sized beds,” said Jones — and such features as anti-microbial fabrics and gel comfort layers. Cosmetically, beds, traditionally white, now feature colours such as greys, beiges and blues. Pillowtops account for about 75 per cent of hospitality sales and add more perceived value and increased comfort, said Jones. Serta has joined forces with the National Sleep Foundation (NSF) to design the all-new Perfect Sleeper, the only official mattress of the NSF, engineered to help solve five common sleep problems — tossing and turning; lack of support; sleeping too hot or too cold; partner disturbance; and mattress roll-off or sag. The Perfect Sleeper mattress collection combines Serta’s advanced continuous support innerspring with pressure-balancing design. Another trend is the use of platform beds, according to Amy Jakubowski, managing director and partner at San Francisco-based hospitality design firm Puccini Group, and Rebecca Litwin, owner of bedding retailer Down etc. “In replacing the box spring, it is essentially and substantially more functional for hoteliers by eliminating the need for a dust ruffle.”

As for top-of-bed esthetics, Sysco Guest Supply Canada offers Connoisseur decorative white top sheets. A twist on the traditional white bed, the 100-per-cent polyester top sheet is 6 ounces per square yard, for quick machine wash and dry, and durable, to withstand the rigours of hotel laundry. Sheets are oversized to fit 12- to 14inch mattresses, and allow for tuck-in programs. “A typical guest spends 40 per cent of their stay in bed, so they are actively seeking hotels that address sleep quality,” said Marc de Grave, vice-president of business development at Protect-A-Bed. “Hotels are responding by offering everything from special mattresses, pillow menus, high-thread-count linens, as well as waterproof and allergen-proof mattress and pillow protection.” Protect-A-Bed’s products include the AllerZip smooth mattress encasement that protects against allergens, dust mites and bedbugs; the BugLock Plus mattress encasement with Secure Seal to protect against bedbugs; the rip-resistant Box Spring Plus encasement; and the spill- and stain-resistant basic mattress protector. On the bedding front, “four- and five-star hotels are favouring boutique styles — trendy prints and patterns — rather than white,” said Heidi Luber, president and owner of Lubertex, a Montreal-based supplier of bedding and bedding supplies to the hotel industry. In addition, “some big hotel chains are trying boutique looks, even in polyester, which is decorative and lower-cost than cotton.” “In order to differentiate themselves from their multinational branded counterparts, many independent hotel operators often find themselves deciding to either cut linen spending and compete on price, or increase linen spending and compete on quality,” said Jeffrey Courey, chief operating officer at George Courey Inc., a wholesaler of bedding products such as linens and bedspreads. “The end result has been overwhelmingly to increase their quality of linen, which considerably raised linen standards across all hotel categories. What used to be a typical quality expectation in a three-star hotel 15 years ago is no longer accepted by the end user.” A key indicator of quality for bedding products is thread count (number of threads per square inch). Increasingly, hotels aim to offer a thread count of 200 and higher, “aspiring to satisfy the growing expectations (of) their guests,”

said Courey. “Embroidery is the most relevant trend that we are seeing in terms of bedsheet styles,” said Jakubowski and Litwin. “There has also been a move towards personalization, with everything from initialled pillows to hand-woven and beautifully crafted white bedsheets with bright accents and throw cushions. You will start to see colour introductions in the sheets themselves.” To maintain the quality of their sleep experience, hotels must consistently provide clean and soft bedsheets, which “requires a complex knowledge of chemistry, equipment, water conditions, soil levels and the wash process, so make sure you use a laundry product supplier that understands all aspects of your laundry operation, not just the chemicals they are selling,” said Mike Brown, senior marketing manager, Ecolab, Institutional Canada, a supplier of cleaning and sanitation chemicals and programs to the accommodation and foodservice industries. “Your supplier’s ability to train and support your housekeeping and laundry employees with monthly site visits is also key, as proper care of bedsheets and inspection of wash formulas will reduce your replacement costs.” Hoteliers are certainly working hard to meet guests’ high sleep expectations. Recently, for example, the Holiday Inn Express brand introduced an updated design for all new and renovated hotels in the U.S. and Canada. Holiday Inn Express hotel guestrooms with the updated design feature a noise-reducing bed headboard, made from materials that decrease noise between guestrooms, according to Jennifer Gribble, vice-president, Holiday Inn Express, Americas, IHG. Atlific Hotels has “adapted changeable topper pads into our offering, to make sleeping

options more luxurious and to extend the life of the mattresses,” according to Philippe Gadbois, senior vice-president, operations. “We are looking into moving away from the traditional metal frame to a solid boxed platform bed, as this could potentially cut down on design cost when factoring in fabric cost.” In April, W Hotels Worldwide announced a partnership with rock musician will.i.am and the Coca-Cola Company, whereby the hotel brand will outfit their beds with new EKOCYCLE branded sheets, which are made in part with rPET (polyester partially made using recycled plastic). According to a release, these more sustainable sheets are made using the same process as the W brand’s current bedding, with the only difference being the use of recycled (instead of new) polyester. Hampton has recently revamped comforters and changed the design, according to Warren Bowles, regional general manager, Manga Hotels Inc., adding that the major change has been the inserts of the duvet. “The new ones maintain their form better. Think back to the days of just the comforters and really how often they ever got laundered. Now with the clean white linen and washing the duvet covers on every checkout, (guests) are guaranteed a clean bed.”

CASE STUDY: THE FOUR SEASONS BED In early 2014, Four Seasons Hotels and Resorts introduced The Four Seasons Bed. Featuring an innovative mattress system developed by the hotel chain in partnership with mattress manufacturer Simmons, The Four Seasons Bed offers travellers the opportunity to effectively choose their own hotel bed and personalize their sleep experience. The bed offers three levels of firmness, along with a variety of pillows and bedside amenities. The exclusive Four Seasons mattress features “Gel Touch Foam Center” technology to absorb extra heat, ensuring maximum comfort throughout the sleep, according to information provided by the hotel company. Additional features (but not exclusive to Four Seasons) include pocketed coil motion separation, and air cool foam rails to release

heat. Key to the bed’s ability to customize the sleep experience are the Four Seasons toppers — available in Signature, Signature Plush or Signature Firm — developed based on indepth guest and staff feedback, and the result of extensive factory testing. The standard configuration for each bed is the Signature topper. Should guests wish to make their sleep firmer, or more plush, they can request a change through the front desk. If the hotel knows guests’ preferences ahead of time, housekeeping can prepare the bed accordingly before they arrive. Guests returning to a Four Seasons hotel will find their favourite topper in place when they arrive. The toppers are attached to the mattress with a fitted zipper, allowing housekeeping to make the switch in minutes without moving

The Four Seasons Hotel St. Louis Arch View room. the mattress: • If a guest finds that the Signature topper does not meet their sleep needs, hotel staff will identify the guest’s preference (Signature Plush or Signature Firm). • Housekeeping then unzips the Signature topper and replaces it with the customer’s preferred topper. The Four Seasons Bed is now available in 77 of the brand’s 94 properties, according to

Scott Taber, senior vice-president, rooms. “Given the interest and demand for the new bed today, and the natural life cycle of mattress replacement, it is expected all Four Seasons properties will have the new bed, in some capacity, by 2017,” said Taber. Since the bed’s launch, “guest feedback has been phenomenal, reinforcing our ongoing commitment to delivering the ultimate customized sleep experience for our guests,” he said.

July 2015 | 7

Four Seasons ownership spearheads radical makeover of Café Boulud By Don Douloff, Assistant Editor TORONTO — More than two and a half years after Café Boulud opened in the Four Seasons Toronto to mixed reviews, the hotel’s ownership is investing more than $2 million to redesign the restaurant in the style of a French brasserie as part of a radical makeover. On June 28, the eatery closed for renovations and will reopen in time for the Toronto International Film Festival in early September. “We want to create a space that is more comfortable and will draw more hotel guests and locals,” Dimitrios Zarikos, regional vicepresident and general manager of Four Seasons Toronto, told CLN. “We don’t want this to be a special-occasion restaurant, but be more of an everyday experience.” Four Seasons operates Café Boulud in partnership with New York chef Daniel Boulud, who oversees such areas as menu development. As part of the makeover, Café Boulud’s food will be comfort-driven, “really traditional, brasserie-style,” newly appointed chef de cuisine Sylvain Assié told CLN. That translates to a seasonal menu anchored by French standards such as veal ragout; hand-cut tartares seasoned tableside; escargots in parsley sauce; charcuterie, such as terrines and pâté en croute, sourced from renowned Parisian supplier Gilles Verot; and Boulud favourites such as crispy calamari and the Frenchie burger. Lunch service will cater to a time-starved business clientele “who expect to eat fast,” so the menu will focus on salads and sandwiches,

Daniel Boulud, right, Sylvain Assié and new rotisserie. Photo: Ryan Emberley. but also offer some main courses, said Assié. He added that the breakfast menu will likely be tweaked to become “more French,” and may feature items such as croissants and savoury crêpes. Key to the new food program is a Rotisol rotisserie. Imported from France, and installed in Café Boulud’s kitchen in early June, the rotisserie features vertical and horizontal spits allowing for meat, poultry, fish and vegetables to cook simultaneously. Assié and his kitchen team have been experimenting, cooking a number of meats, including lamb and pork, on the Rotisol, with excellent results, he said. French-born Assié, who has 20 years pro-

fessional cooking experience, joined Café Boulud’s Four Seasons Toronto sister concept, d|bar, as sous chef at the October 2012 launch, and now oversees the cuisine programs at both. In addition to the overhauled menu, the new Café Boulud will undergo a physical transformation that aims for warmth and comfort, defined by a wraparound bar and intimate, low-banquette seating. Overseeing the restaurant space’s makeover is Martin Brudnizki, principal of New York- and London-based Martin Brudnizki Design Studio, who has created buzzworthy spots such as The Ivy and J. Sheekey Oyster Bar, in London, UK, and Drake One Fifty, in Toronto.

Choice’s Tim Oldfield goes international

Tim Oldfield ROCKVILLE, Md. — Tim Oldfield has moved to Choice Hotels International (CHI) as vice-president global sales from his former position as managing director for Choice Hotels Canada (CHC). In his new position, he will report to Robert McDowell, senior vicepresident of global distribution. “The Choice Hotels Canada franchise is in good hands with the right team,” Oldfield told CLN from his new office in Rockville, Md. “They are just as excited about looking for-

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ward as looking back.” However, he added, “There are still a few details to be ironed out but we want to make sure sales in Canada gets the full functionality of the global sales team. So many of our systems are powered by Choice in the U.S.” As someone who has spent 10 years leading the Choice Hotels Canada team in conjunction with managing director Brian Leon, Oldfield could be the ideal person to do that job. “That’s the bet I’ve made and that’s the bet the company has made,” Oldfield said. His appointment came after someone at CHI asked him if one of these days he would come down to work in the U.S., and Oldfield said that’s where he saw his career going. Things moved more quickly than he expected, and he was asked to run global sales. “It’s an exciting opportunity — a big size, big scope and big scale opportunity. “We have new product in the marketplace that’s going to make us a really big player in the midweek travel market — the new Cambria product, Comfort Suites, the Sleep Inn/ MainStay combination and the explosion of Ascend. The product is squarely competitive with everything from Hilton Garden Inn to Marriott Courtyard and Holiday Inn Express.” Oldfield added that his 10 years with

Choice Hotels Canada went by quickly, and on reflection two achievements stand out. The first was building strong relationships with franchisees — some of whom ran a business and others who were fulfilling their dreams. “We offered tailored services to make sure they succeed in their marketplace,” he said, adding that although hotels might look the same, they are in different markets, with different styles of owners and different business objectives. “We were franchise focused — with that franchisees first mantra, which is extremely important in rallying support for franchisees and driving business.” But the crowning achievement was the repositioning of the company’s portfolio over the last 10 years, working with Brian Leon and the development team and the management team at Choice Hotels Canada. “The company looked dramatically different from when I came and when I left. We had an ‘improve or remove’ strategy. We made sure our hotels were competitive in the marketplace, giving some an option to get out. We did it in a friendly way, including saying good-bye to some of our franchisees.” Oldfield intends to stay linked with Choice Hotels Canada — in fact, he’s angling for an invitation to attend the company’s Fall Conference in Montreal.

ANNUAL LIST OF FRANCHISE PROPERTIES, INCLUDING STATISTICS, CONTACTS AND COSTS. RESEARCHEd By: pETER ELLiOTT AC HOTELS (MAR) 2425 Matheson Blvd East, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $75,000 Royalty Fee: 5.50% Ad Fee: 2.50% Expansion Notes: There are 80 AC Hotels in the world but none in Canada at present. Introduced to North America in 2013.

ALOfT HOTELS (STA) 123 Queen St. W., Toronto, ON, M5H 2M9 www.alofthotels.com Franchising Contact: Scott T. Duff Phone: 416-947-4863 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (QC): 1 Units (ON): 1 Units (WS): 1 Total Units (CAN): 3 Total Rooms (CAN): 410 Franchise Fee: $60,000 Royalty Fee: 5.50% Ad Fee: 4.00%

ASCEnd COLLECTiOn (CHOiCE HOTELS CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca

Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (AT): 5 Units (QC): 4 Units (ON): 2 Total Units (CAN): 11 Total Rooms (CAN): 802 Franchise Fee: $30,000 Royalty Fee: 4.00% Ad Fee: 1.25% Expansion Notes: One property under development (as of June 2015).

AuTOgRApH COLLECTiOn (MAR) 2425 Matheson Blvd, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (AT): 1 Total Units (CAN): 1 Total Rooms (CAN): 233 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 1.50%

BAyMOnT innS & SuiTES (Wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.baymontinns.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyndhamworldwide.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $26,000 Royalty Fee: 5.00% Ad Fee: 3.50%

BEST WESTERn inTERnATiOnAL CAnAdA 6557 Mississauga Rd., Unit B, Meadowvale Court 1, Mississauga, ON, L5N 1A6 www.bestwestern.com Franchising Contact: Jack Barry, Atlantic/Quebec Region, jack.barry@bestwestern. com, 508-520-1640; Fran Taloricco, Ontario Region, fran.taloricco@bestwestern. com, 215-266-0229; Chris Campbell, Manitoba Region, chris.campbell@bestwestern. com, 763-360-8963; Bob Casky, Saskatchewan Region, bob.casky@bestwestern. com, 602-284-4490; Sean Tan, Alberta/BC Region, sean.tan@ bestwestern.com, 714-308-7122. Phone: 905-816-4787

Fax: 905-816-4783 Units (AT): 15 Units (QC): 13 Units (ON): 58 Units (WS): 115 Total Units (CAN): 201 Total Rooms (CAN): 19,060 Franchise Fee: $55,626 for 100 rooms. Marketing assessment $14,148 for 100 rooms. Expansion Notes: Has launched a new Extended Stay prototype; new build PLUS level.

BudgETEL innS & SuiTES 6065 Roswell Road, Suite 950, Atlanta, GA, 30328 www.budgetel.com Franchising Contact: Azim Kassam Phone: 404-939-9780 Email: sjina@aol.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $5,000 Royalty Fee: $20 per room per month Expansion Notes: Budgetel has 23 locations in the U.S. right now.

CAMBRiA SuiTES (CHu) 1 Choice Hotels Circle, Ste 400, Rockville, MD, 20850 www.cambriasuitesfranchise.com Franchising Contact: John Slaughter Phone: 303-667-5385 Fax: 602-606-5385 Email: john_slaughter@choicehotels.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 4.00% Expansion Notes: Plans for the expansion of Cambria Suites in key locations in multiple markets across Canada.

CAnAdAâ&#x20AC;&#x2122;S BEST VALuE inn (VAn) 3300 North University Drive, Suite 500, Coral Springs, FL, 33065 www.canadasbestvalueinn.com Franchising Contact: Bill Hanley Phone: 803-308-2627 Fax: 440-247-2294 Email: bhanley@vantagehospitality.com Units (AT): 4 Units (ON): 13 Units (WS): 10 Total Units (CAN): 27 Total Rooms (CAN): 1,440 Franchise Fee: $11,500 Royalty Fee: $980/month based on 60 rooms or less Ad Fee: $14/room/month

CAndLEWOOd SuiTES (iHg) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.candlewoodsuites.com

Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (QC): 1 Total Units (CAN): 1 Total Rooms (CAN): 145 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50%

CAnOpy By HiLTOn (HiL) 7930 Jones Branch Drive, Suite 700, McLean, VA, 22102 www.hilton.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1000 Email: thomas.lorenzo@hilton.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 4.00%

CLARiOn (CHOiCE HOTELS CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (QC): 1 Units (ON): 2 Units (WS): 3 Total Units (CAN): 6 Total Rooms (CAN): 828 Franchise Fee: $35,000 Royalty Fee: 2.50% Ad Fee: 1.25% Expansion Notes: Two properties under development (as of June 2015).

COAST HOTELS #900-1090 W Georgia Street, Vancouver, BC, V6E 3V7 www.coasthotels.com Franchising Contact: Mark Hope Phone: 604-642-4102 Fax: 604-682-8942 Email: m.hope@coasthotels.com Units (WS): 29 Total Units (CAN): 29 Total Rooms (CAN): 3,639 Franchise Fee: $10,000 Royalty Fee: 2.00% Ad Fee: 2.00%

COMfORT (CHOiCE HOTELS CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-602-7324

Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (AT): 20 Units (QC): 26 Units (ON): 68 Units (WS): 32 Total Units (CAN): 146 Total Rooms (CAN): 12,221 Franchise Fee: $40,000 Royalty Fee: 5.00% Ad Fee: 1.30% Expansion Notes: Six properties under development across Canada (as of June 2015).

COMfORT SuiTES (CHOiCE HOTELS CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (QC): 1 Units (ON): 1 Units (WS): 2 Total Units (CAN): 4 Total Rooms (CAN): 304 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 1.30% Expansion Notes: Two properties under development (as of June 2015).

COunTRy innS & SuiTES By CARLSOn (CAR) 701 Carlson Parkway, Box 59159, Minneapolis, MN, 55459-8254 www.CountryInns.com Franchising Contact: Sean Shannon Phone: 763-212-3475 Fax: 763-212-3401 Email: sshannon@carlsonrezidor.com Units (ON): 3 Units (WS): 4 Total Units (CAN): 7 Total Rooms (CAN): 611 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50%

COuRTyARd By MARRiOTT (MAR) 2425 Matheson Blvd. East, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (AT): 2 Units (QC): 2 Units (ON): 14 Units (WS): 5 Total Units (CAN): 23

July 2015 | 9

Royalty Fee: 5.00% of room revenue. Marketing Fee: $45K per year plus 1.2% of room revenue. Expansion Notes: Opened a new Delta in Waterloo, ON in Summer 2014 and the flagship Delta Toronto at South Financial Core, opened in the fall of 2014. Also opening a new 150 room hotel in Thunder Bay, ON and a 170 room hotel in Prince George, BC both in 2015.

Doubletree by HIlton (HIl)

Total Rooms (CAN): 4,096 Franchise Fee: $75,000 Royalty Fee: 5.50% Ad Fee: 2.00%

Crowne Plaza Hotels & resorts (IHG) 2 Robert Speck Parkway, Suite 600 Mississauga, ON, L4Z 1H8 www.crowneplaza.com Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (AT): 2 Units (QC): 2 Units (ON): 4 Total Units (CAN): 8 Total Rooms (CAN): 1,943 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 3.00%

CurIo - a ColleCtIon by HIlton (HIl) 7930 Jones Branch Drive, Suite 700, McLean, VA, 22102 www.hilton.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1000 Email: thomas.lorenzo@hilton.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 4.00%

Days Inns - CanaDa (rea) 77 Bloor St. W., Suite 2000, Toronto, ON, M5S 1M2 www.daysinn.ca Franchising Contact: Irwin Prince Phone: 416-966-8378 Fax: 416-923-5424 Email: irwin.prince@realstarhospitality.com Units (AT): 8 Units (QC): 7 Units (ON): 37 Units (WS): 53 Total Units (CAN): 105 Total Rooms (CAN): 8,872 Franchise Fee is $350 per room with a minimum of $35,000; 2.3% Reservation Fee. Royalty Fee: 6.50% Expansion Notes: In 2014, Days Inns opened locations in Vernon, BC, Sault Ste Marie, ON, Leamington, ON, Grande Cache, AB, North Bay, ON, Stouffville, ON, Woodstock, ON, Montmagney, QC, Dalhousie, NB and Sioux Lookout, ON.

Delta Hotels anD resorts (a MarrIott branD) 2300 - 77 King St W, TD Centre, Box 118 North Tower, Toronto, ON, M5K 1G8 www.deltahotels.com Franchising Contact: Scott Allison Phone: 416-874-2072 Fax: 416-874-2001 Email: scott.allison@marriott.com Units (AT): 9 Units (QC): 5 Units (ON): 12 Units (WS): 18 Total Units (CAN): 44 Total Rooms (CAN): 11,823 Franchise Fee: The greater of $50K or $300/ door.

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7930 Jones Branch Drive, McLean, VA, 22102 doubletree1.hilton.com Franchising Contact: Thomas Lorenzo Phone: 905-678-5446 Fax: 905-672-6422 Email: thomas.lorenzo@hilton.com Units (AT): 1 Units (QC): 1 Units (ON): 2 Units (WS): 3 Total Units (CAN): 7 Total Rooms (CAN): 1,528 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 4.00% Expansion Notes: Added a DoubleTree in Halifax in late 2014. Opening another in Victoria in September, 2015.

eCono loDGe (CHoICe Hotels CanaDa) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (AT): 4 Units (QC): 11 Units (ON): 13 Units (WS): 27 Total Units (CAN): 55 Total Rooms (CAN): 2,900 Franchise Fee: $25,000 Royalty Fee: 4.00% Ad Fee: 1.30% Expansion Notes: Two properties under development (as of June 2015).

eleMent Hotels (sta) 123 Queen St. W., Toronto, ON, M5H 2M9 www.elementhotels.com Franchising Contact: Scott T. Duff Phone: 416-947-4948 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (ON): 1 Units (WS): 1 Total Units (CAN): 2 Total Rooms (CAN): 321 Franchise Fee: $60,000 Royalty Fee: 5.50% Ad Fee: 4.00% Expansion Notes: First Canadian Element Hotel opened in Vaughan, ON in June, 2013. Second Element opened in 2015 in Burnaby. Pipeline in Canada includes hotels in Edmonton and Calgary.

eMbassy suItes by HIlton (HIl) 7930 Jones Branch Drive, McLean, VA, 22102 www.embassysuites.com Franchising Contact: Thomas Lorenzo Phone: 905-678-5446 Email: thomas.lorenzo@hilton.com Units (QC): 1 Units (ON): 1 Total Units (CAN): 2 Total Rooms (CAN): 723 Franchise Fee: $75,000 Royalty Fee: 5.50% Ad Fee: 4.00%

FaIrFIelD Inn & suItes by MarrIott (Mar) 2425 Matheson Blvd. East Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com

Units (AT): 2 Units (QC): 1 Units (ON): 8 Units (WS): 3 Total Units (CAN): 14 Total Rooms (CAN): 1,562 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50%

Four PoInts by sHeraton (sta) 123 Queen St. W., Toronto, ON, M5H 2M9 www.fourpoints.com Franchising Contact: Scott T. Duff Phone: 416-947-4955 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (AT): 3 Units (QC): 3 Units (ON): 9 Units (WS): 14 Total Units (CAN): 29 Total Rooms (CAN): 4,026 Franchise Fee: $60,000 Royalty Fee: 5.50% Ad Fee: 1.25% Expansion Notes: Hotels opening in 2015 are Moncton, Surrey, Barrie, Regina and Sherwood Park.

HaMPton Inn/HaMPton Inn & suItes (HIl) 7930 Jones Branch Drive, Suite 1100, McLean, VA, 22102 www.hamptoninn.com Franchising Contact: Thomas Lorenzo Phone: 203-463-3410 Email: thomas.lorenzo@hilton.com Units (AT): 5 Units (QC): 2 Units (ON): 17 Units (WS): 15 Total Units (CAN): 39 Total Rooms (CAN): 4,305 Franchise Fee: $75,000 Royalty Fee: 6.00% Ad Fee: 4.00% Expansion Notes: 8 Hamptons are scheduled to open in 2015; 5 of these are in the West.

HawtHorn suItes by wynDHaM (wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.hawthorn.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyn.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $40,000 Royalty Fee: 5.00% Ad Fee: 2.50% Expansion Notes: Acquired by Wyndham Hotel Group in 2008. 90 Hotels located in North America, large presence in California and Texas.

HIlton (HIl) 7930 Jones Branch Drive, Ste 700, Mclean, VA, 22102 www.hilton.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1000 Email: thomas.lorenzo@hilton.com Units (AT): 1 Units (QC): 4 Units (ON): 6 Units (WS): 4 Total Units (CAN): 15 Total Rooms (CAN): 5,456 Franchise Fee: $80,000 Royalty Fee: 5.00% Ad Fee: 4.00%

HIlton GarDen Inn (HIl) 7930 Jones Branch Dr., Ste 700, Mclean, VA, 22102 www.StayHGI.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1067 Email: thomas.lorenzo@hilton.com Units (AT): 1 Units (QC): 2 Units (ON): 14 Units (WS): 4 Total Units (CAN): 21 Total Rooms (CAN): 3,255 Franchise Fee: $60,000 Royalty Fee: 5.50% Ad Fee: 4.30%

HolIDay Inn exPress (IHG) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.hiexpress.com Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (AT): 8 Units (QC): 5 Units (ON): 33 Units (WS): 40 Total Units (CAN): 86 Total Rooms (CAN): 8,853 Franchise Fee: $50,000 Royalty Fee: 6.00% Ad Fee: 3.00%

HolIDay Inn Hotel & resorts (IHG) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.ihg.com Franchising Contact: Stuart Laurie Phone: 416-675-6644 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (AT): 4 Units (QC): 7 Units (ON): 27 Units (WS): 27 Total Units (CAN): 65 Total Rooms (CAN): 11,865 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50%

HoMe2 suItes by HIlton (HIl)

Email: peter.lee@wyn.com Units (AT): 7 Units (QC): 6 Units (ON): 29 Units (WS): 19 Total Units (CAN): 61 Total Rooms (CAN): 4,283 Franchise Fee: $40,000 Royalty Fee: 4.50% Ad Fee: 4.00%

Hyatt CentrIC (Hya) 71 Wacker Drive, Chicago, IL, 60606 www.hyatt.com Franchising Contact: Scott Richer Phone: 312-750-1234 Fax: 312-750-8599 Email: scott.richer@hyatt.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 3.50%

Hyatt House (Hya) 71 Wacker Drive, Chicago, IL, 60606 www.hyatt.com Franchising Contact: Scott Richer Phone: 312-750-1234 Fax: 312-750-8599 Email: scott.richer@hyatt.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 3.50%

7930 Jones Branch Drive, Suite 700, McLean, VA, 22102 www.home2suites.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1067 Email: thomas.lorenzo@hilton.com Units (WS): 1 Total Units (CAN): 1 Total Rooms (CAN): 127 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 3.00% Expansion Notes: New brand for Canada. First unit opened in August, 2014 in West Edmonton.

Hyatt PlaCe (Hya)

HoMewooD suItes by HIlton (HIl)

Hyatt reGenCy (Hya)

7930 Jones Branch Dr Ste 700, McLean, VA, 22102 www.homewoodsuites.com Franchising Contact: Thomas Lorenzo Phone: 703-883-1067 Email: thomas.lorenzo@hilton.com Units (AT): 1 Units (QC): 1 Units (ON): 12 Units (WS): 2 Total Units (CAN): 16 Total Rooms (CAN): 1,812 Franchise Fee: $75,000 Royalty Fee: 5.50% Ad Fee: 3.50% Expansion Notes: Five Homewoods have opened in the last year (Ajax, Hamilton, Calgary Airport and Winnipeg Airport). The next property scheduled to open is Waterloo/ St. Jacobs.

Hotel InDIGo (IHG) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.hotelindigo.com Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (ON): 2 Total Units (CAN): 2 Total Rooms (CAN): 226 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 3.50% Expansion Notes: Hotel Indigo has 1 hotel (153 rooms) in the developmental pipeline.

HowarD JoHnson CanaDa (wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.hojo.com Franchising Contact: Peter Lee Phone: 604-271-8118

71 Wacker Drive, Chicago, IL, 60606 www.hyatt.com Franchising Contact: Scott Richer Phone: 312-750-1234 Fax: 312-750-8599 Email: scott.richer@hyatt.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $60,000 Royalty Fee: 5.00% Ad Fee: 3.50% Expansion Notes: 2 properties under construction in Alberta.

InterContInental Hotels & resorts (IHG) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.intercontinental.com Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (QC): 1 Units (ON): 2 Total Units (CAN): 3 Total Rooms (CAN): 1,151 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 3.00%

KnIGHts Inn CanaDa (wyn) 101-2904 South Sheridan Way, Oakville, ON, L6J 7L7 www.knightsinn.ca Franchising Contact: Peter Lee Phone:604-271-8118 Email: peter.lee@wyn.com Units (AT): 2 Units (ON): 21 Units (WS): 9 Total Units (CAN): 32 Total Rooms (CAN): 1,174 Franchise Fee: $6,000 Royalty Fee: 3.00% Ad Fee: 2.00%

la QuInta Inns & suItes 909 Hidden Ridge Suite 600,

Irving, TX, 75038 www.LQ.com Franchising Contact: Rajiv Trivedi Phone: 214-492-6602 Fax: 214-492-6553 Email: rajiv.trivedi@laquinta.com Units (ON): 1 Units (WS): 1 Total Units (CAN): 2 Total Rooms (CAN): 133 Franchise Fee: $50,000 Royalty Fee: 4.00% Ad Fee: 2.50%

Le Meridien HoteLs (stA) 123 Queen St. W., Toronto, ON, M5H 3M9 www.lemeridien.com Franchising Contact: Scott T. Duff Phone: 416-947-4955 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (QC): 1 Total Units (CAN): 1 Total Rooms (CAN): 108 Franchise Fee: $85,000 Royalty Fee: 7.00% Ad Fee: 1.00%

Monte CArLo inns 7045 Edwards Blvd, 5th Flr., Mississauga, ON, L5S 1X2 www.montecarloinns.com Franchising Contact: Danny Pedone Phone: 905-564-8500 Fax: 905-564-8400 Email: dpedone@montecarloinns.com Units (ON): 8 Total Units (CAN): 8 Total Rooms (CAN): 765 Franchise Fee: $30,000 Royalty Fee: 5.00% Ad Fee: 2.00% Expansion Notes: Looking at a future location in Niagara Falls.

Franchising Contact: Sean Shannon Phone: 763-212-3475 Fax: 763-212-3401 Email: sshannon@carlsonrezidor.com Units (ON): 2 Units (WS): 1 Total Units (CAN): 3 Total Rooms (CAN): 387 Franchise Fee: $35,000 Royalty Fee: 4.50% Ad Fee: 2.00% Expansion Notes: A Radisson in Mississauga was recently rebranded as a Park Inn.

QuALity (CHoiCe HoteLs CAnAdA)

Parsippany, NJ, 07054 www.hotelfranchise.wyndhamworldwide.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyn.com Units (AT): 3 Units (QC): 1 Units (ON): 10 Units (WS): 62 Total Units (CAN): 76 Total Rooms (CAN): 7,586 Franchise Fee: $35,000 Royalty Fee: 4.50% Ad Fee: 4.00%

red roof inns

77 Bloor St. W., Suite 2000, Toronto, ON, M5S 1M2 www.motel6.com Franchising Contact: Irwin Prince Phone: 416-966-8387 Fax: 416-923-5424 Email: irwin.prince@realstarhospitality.com Units (ON): 9 Units (WS): 14

5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (AT): 9 Units (QC): 22 Units (ON): 29 Units (WS): 25

2183 Coldharbor Court, Lewis Center, OH, 43215 www.redroof.com Franchising Contact: Glenn Squires Phone: 902-457-1907 Email: gsquires@pacrimhospitality.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $30,000 Royalty Fee: 4.50% Ad Fee: 4.00%

Total Units (CAN): 23 Total Rooms (CAN): 2,005 Franchise Fee: $40,000 Royalty Fee: 5.00% Ad Fee: 1.50% Expansion Notes: Opened locations in Airdrie, AB and Innisfail, AB in 2014.

Total Units (CAN): 85 Total Rooms (CAN): 7,995 Franchise Fee: $35,000 Royalty Fee: 4.00% Ad Fee: 1.30% Expansion Notes: Eight properties under development across Canada (as of June 2015).

Expansion Notes: First 4 hotels by 2016.

Moxy (MAr)

rAdisson (CAr)

MoteL 6 (reA)

Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (QC): 1 Units (ON): 3 Total Units (CAN): 4 Total Rooms (CAN): 179 Franchise Fee: $15,000 Royalty Fee: Royalty fee is $30/room/mth. Ad Fee: Advertising fee is $10/room/mth.

sHerAton HoteLs And resorts (stA) 123 Queen St. W., Toronto, ON, M5H 2M9 www.sheraton.com Franchising Contact: Scott T. Duff Phone: 416-947-4955 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (AT): 1 Units (QC): 3 Units (ON): 7 Units (WS): 7 Total Units (CAN): 18 Total Rooms (CAN): 7,969

Lexington inn & suites (VAn) 3300 North University Dr, Ste 500, Coral Springs, FL, 33065 www.lexingtonhotels.com Franchising Contact: Bill Hanley Phone: 888-316-2378 Fax: 440-247-2294 Email: bhanley@vantagehospitality.com Units (ON): 1 Total Units (CAN): 1 Total Rooms (CAN): 49 Franchise Fee: $18,000 for up to 60 rooms and then $200 for each additional room. Royalty Fee: Either 3% of gross room revenue monthly ( $1,800 minimum) or a flat monthly fee of $30/room/month, 60 room minimum, $3,200 minimum. Ad Fee: $20/room/month with a $1,140 monthly minimum.

MAinstAy suites (CHu) 1 Choice Hotels Circle, Ste 400, Rockville, MD, 20850 www.choicehotelsfranchise.com Franchising Contact: John Slaughter Phone: 303-667-5385 Fax: 602-606-5385 Email: john_slaughter@choicehotels.com Units (WS): 3 Total Units (CAN): 3 Total Rooms (CAN): 320 Franchise Fee: $30,000 Royalty Fee: 5.00% Expansion Notes: Opened their 3rd Canadian hotel in Saskatoon in May, 2015. A 4th in Calgary coming soon.

MArriott HoteLs & resorts (MAr) 2425 Matheson Blvd. East, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (AT): 1 Units (QC): 3 Units (ON): 7 Units (WS): 5 Total Units (CAN): 16 Total Rooms (CAN): 5,355 Franchise Fee: $85,000 Royalty Fee: 6.00% Ad Fee: 1.00%

MiCroteL inns & suites (Wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.microtelinn.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyn.com Units (ON): 3 Units (WS): 5 Total Units (CAN): 8 Total Rooms (CAN): 638 Franchise Fee: $40,000 Royalty Fee: 6.00% Ad Fee: 2.00% Expansion Notes: Microtel opened hotels in Sault Ste Marie, Blackfalds (Red Deer) and Lloydminster in 2014.

2425 Matheson Blvd E, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $75,000 Royalty Fee: 5.50% Ad Fee: 2.50%

noVoteL (ACCor CAnAdA inC.) 3670 Hurontario Street, Mississauga, ON, L5B 1P3 www.novotel.com Franchising Contact: Didier Bosc Phone: 905-803-6718 Fax: 905-896-4029 Email: Didier.Bosc@accor.com Units (QC): 2 Units (ON): 5 Total Units (CAN): 7 Total Rooms (CAN): 1,623 Franchise Fee: $50,000 Royalty Fee: 2.00 to 4.00% Ad Fee: 2.00%

PArk inn by rAdisson (CAr) 701 Carlson Parkway, Box 59159, Minneapolis, MN, 55459-8254 www.parkinn.com

701 Carlson Parkway, Box 59159, Minneapolis, MN, 55459-8254 www.Radisson.com Franchising Contact: Sean Shannon Phone: 763-212-3475 Fax: 763-212-3401 Email: sshannon@carlsonrezidor.com Units (ON): 7 Units (WS): 8 Total Units (CAN): 15 Total Rooms (CAN): 2,974 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 2.00% Expansion Notes: The Edmonton Hotel and Conference Centre converted to Radisson in September, 2014.

rAdisson red (CAr) 701 Carlson Parkway, Box 59159, Minneapolis, MN, 55459 www.carlsonrezidor.com Franchising Contact: Sean Shannon Phone: 763-212-3475 Fax: 763-212-3401 Email: sshannon@carlsonrezidor.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 4.00%

rAMAdA WorLdWide (Wyn) 22 Sylvan Way,

renAissAnCe HoteLs & resorts by MArriott (MAr) 2425 Matheson Blvd. East Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (ON): 1 Units (WS): 2 Total Units (CAN): 3 Total Rooms (CAN): 1,003 Franchise Fee: $75,000 Royalty Fee: 5.00% Ad Fee: 1.50%

residenCe inn by MArriott (MAr) 2425 Matheson Blvd. East Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (AT): 2 Units (QC): 4 Units (ON): 12 Units (WS): 2 Total Units (CAN): 20 Total Rooms (CAN): 2,928 Franchise Fee: $75,000 Royalty Fee: 6.00% Ad Fee: 2.50%

rodeWAy inn (CHoiCe HoteLs CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca

Franchise Fee: $85,000 Royalty Fee: 8.00% Ad Fee: 1.00% Expansion Notes: No new Sheratons planned for Canada.

sLeeP inn (CHoiCe HoteLs CAnAdA) 5090 Explorer Drive, Suite 500, Mississauga, ON, L4W 4T9 www.choicehotels.ca Franchising Contact: Brian Leon Phone: 905-206-7343 Fax: 905-624-7796 Email: brian_leon@choicehotels.ca Units (ON): 2 Units (WS): 1 Total Units (CAN): 3 Total Rooms (CAN): 194 Franchise Fee: $35,000 Royalty Fee: 4.00% Ad Fee: 1.30% Expansion Notes: One new property in development (as of June 2015).

sPringHiLL suites by MArriott (MAr) 2425 Matheson Blvd E Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (QC): 1 Units (ON): 1 Total Units (CAN): 2 Total Rooms (CAN): 299 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50%

July 2015 | 1 1

Wingate by WyndHaM (Wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.hotelfranchise.wyndhamworldwide.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyn.com Units (WS): 3 Total Units (CAN): 3 Total Rooms (CAN): 326 Franchise Fee: $36,000 Royalty Fee: 4.50% Ad Fee: 4.00%

WyndHaM garden (Wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.hotelfranchise.wyndhamworldwide.com Franchising Contact: Peter Lee Phone: 973-753-6,000 Email: peter.lee@wyn.com Units (ON): 1 Total Units (CAN): 1 Total Rooms (CAN): 152 Franchise Fee: $40,000 Royalty Fee: 8.50% Expansion Notes: Opened first Canadian hotel in Niagara Falls in 2012.

Staybridge SuiteS (iHg) 2 Robert Speck Parkway, Suite 600, Mississauga, ON, L4Z 1H8 www.ihg.com Franchising Contact: Stuart Laurie Phone: 416-675-3366 Fax: 416-675-9779 Email: stuart.laurie@ihg.com Units (ON): 6 Units (WS): 2 Total Units (CAN): 8 Total Rooms (CAN): 897 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 2.50% Expansion Notes: Staybridge West Edmonton opened in October 2014.

Studio 6 (rea) 77 Bloor St. W., Suite 2000, Toronto, ON, M5S 1M2 www.staystudio6.com Franchising Contact: Irwin Prince Phone: 416-966-8387 Fax: 416-923-5424 Email: irwin.prince@realstarhospitality.com Units (ON): 2 Total Units (CAN): 2 Total Rooms (CAN): 196 Franchise Fee: $40,000 Royalty Fee: 5.00% Ad Fee: 1.50% Expansion Notes: 5 new properties in 3 years.

Calgary, AB, T2N 2A1 www.travelodge.ca Franchising Contact: Jolene Reid Phone: 403-270-9000 Fax: 403-270-9029 Email: jreid@travelodge.ca Units (ON): 2 Units (WS): 5 Total Units (CAN): 7 Total Rooms (CAN): 337 Franchise Fee: $25,000 Royalty Fee: 3.25% Ad Fee: 3.25%

toWneplaCe SuiteS by Marriott (Mar) 2425 Matheson Blvd, Suite 100, Mississauga, ON, L4W 5K4 www.marriott.com Franchising Contact: Manlio Marescotti Phone: 905-366-5200 Fax: 905-366-5220 Email: manlio.marescotti@marriott.com Units (ON): 3 Units (WS): 1 Total Units (CAN): 4 Total Rooms (CAN): 518 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 1.50%

travelodge Canada/ Superior lodging

1 Choice Hotels Circle, Rockville, MD, 20850 www.choicehotelsfranchise.com Franchising Contact: John Slaughter Phone: 303-667-9142 Fax: 602-606-5385 Email: john_slaughter@choicehotels.com Units (WS): 2 Total Units (CAN): 2 Total Rooms (CAN): 159 Franchise Fee: $30,000 Royalty Fee: 5.00% Ad Fee: 2.50% Expansion Notes: Hotels in Kindersley and Estevan, SK; 3 more in SK being worked on.

201- 609 14th St NW, Calgary, AB, T2N 2A1 www.travelodge.ca Franchising Contact: Jolene Reid Phone: 403-270-9000 Fax: 403-270-9029 Email: jreid@travelodge.ca Units (AT): 6 Units (QC): 2 Units (ON): 29 Units (WS): 46 Total Units (CAN): 83 Total Rooms (CAN): 7,759 Franchise Fee: $25,000 Royalty Fee: 4.25% Ad Fee: 4.25% Expansion Notes: Looking to expand across Canada.

Super 8 (Wyn)

tribute (Sta)

Suburban extended Stay (CHu)

22 Sylvan Way, Parsippany, NJ, 07054 www.hotelfranchise.wyndhamworldwide.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyn.com Units (AT): 8 Units (QC): 6 Units (ON): 32 Units (WS): 84 Total Units (CAN): 130 Total Rooms (CAN): 8473 Franchise Fee: $20,000 Royalty Fee: 5.50% Ad Fee: 3.00% Expansion Notes: Super 8s opened recently in Fox Creek, AB and Huntsville, ON.

tHriftlodge Canada/ Superior lodging 201- 609 14th St NW,

1 2 | Canadian Lodging News

123 Queen St W, Toronto, ON, M5H 2M9 www.starwoodhotels.com Franchising Contact: Scott T. Duff Phone: 416-947-4955 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Total Units (CAN): 0 Total Rooms (CAN): 0 Franchise Fee: $50,000 Royalty Fee: 5.00% Ad Fee: 3.50% Expansion Notes: No hotels in Canada yet.

tryp by WyndHaM (Wyn) 22 Sylvan Way, Parsippany, NJ, 07054 www.tryphotels.com Franchising Contact: Peter Lee Phone: 604-271-8118 Email: peter.lee@wyndhamworldwide.com

Units (QC): 1 Total Units (CAN): 1 Total Rooms (CAN): 242 Franchise Fee: $45,000 Royalty Fee: 5.00% Ad Fee: 3.00%

vib (beSt WeStern) 6557 Mississauga Rd., Unit B, Meadowvale Court 1, Mississauga, ON, L5N 1A6 www.bestwestern.com Franchising Contact: Jack Barry, Atlantic/ Quebec Region, jack.barry@bestwestern.com, 508-520-1640; Fran Taloricco, Ontario Region, fran.taloricco@bestwestern.com, 215-2660229; Chris Campbell, Manitoba Region, chris. campbell@bestwestern.com, 763-360-8963; Bob Casky, Saskatchewan Region, bob.casky@ bestwestern.com, 602-284-4490; Sean Tan, Alberta/BC Region, sean.tan@bestwestern. com, 714-308-7122. Phone: 905-816-4787 Fax: 905-816-4783 Total Units (CAN): 0 Total Rooms (CAN): 0

Royalty Fee: $55,626 for 100 rooms. Marketing assessment $14,148 for 100 rooms.

WeStin HotelS & reSortS (Sta) 123 Queen St. W., Toronto, ON, M5H 2M9 www.westin.com Franchising Contact: Scott T. Duff Phone: 416-947-4827 Fax: 416-947-4975 Email: scott.duff@starwoodhotels.com Units (AT): 1 Units (QC): 2 Units (ON): 5 Units (WS): 7 Total Units (CAN): 15 Total Rooms (CAN): 5,638 Initial fee: $85,000 plus $300 per room in excess of 200 rooms License fee: 7% gross rooms revenue Food & Beverage fee: 3% gross F&B revenue Marketing fee: 1.32% gross rooms revenue Sales fee: 0.675% gross rooms revenue

legend CAR CHC CHI HIL IHG MAR REA STA VAN WYN

Carlson Rezidor Hotels & Resorts Choice Hotels Canada Choice Hotels International Hilton Hotels & Resorts InterContinental Hotels Group Marriott Hotels & Resorts Realstar Hospitality Starwood Hotels & Resorts Vantage Hospitality Group Wyndham Worldwide

MORE NEW BRANDS TO CANADA Canadian Lodging News missed a few new brands to Canada in our April 2015 issue. Here are some more new brands.

Baymont Inn & Suites (WYN)

Baymont Inn & Suites Lafayette, Louisiana. Type/Sector: Midscale Description: Baymont Inn & Suites hotels are midscale hotels that offer an array of complimentary amenities including free breakfast with waffles, free Wi-Fi access and fitness centers. Most locations also offer swimming pools, meeting space, and free airport shuttle service. The brand prides itself on its “hometown hospitality” service promise of listening to guests and treating them like friends and neighbours. Size and construction: New-construction or conversion. Secondary and tertiary suburban markets are most suitable. Number in Canada: None open at this time. Contact: hotelfranchise@wyn.com.

Hawthorn Suites by TRYP by Wyndham Wyndham (WYN) (WYN)

Hawthorn Suites by Wyndham, Conyers, Georgia. Type/Sector: Midscale, Extended Stay Description: Hawthorn Suites hotels offer guests suite accommodations. Properties offer complimentary hot breakfast buffet, meeting space, pool, spa, exercise facilities, convenience store, weekly social hours and guest laundry. Suites feature complimentary high-speed wired and wireless Internet access, fully-equipped kitchens and premium television channels. Select properties allow pets. Size and construction: New-construction or conversion. Ideal locations: Secondary, tertiary markets with extended stay needs. Number in Canada: None open at this time. Contact: hotelfranchise@wyn.com.

TRYP by Wyndham Panama Centro, Panama City. Type/Sector: Upper-Midscale Description: TRYP by Wyndham is a select-service, mid-priced hotel brand located in key urban markets throughout North America, Europe, Central America and South America. Hotels cater to travellers with different travel needs: the Premium Room is for business travellers; and there are also Fitness Rooms and Family Rooms. The brand’s “own the city” culture openly displays passion for the cities in which they are located. Size and construction: New-construction or conversion. Ideal locations: Metropolitan/Urban locations. Number in Canada: None open at this time. Contact: hotelfranchise@wyn.com.

IHG’s Yola Marshall understands road warriors TORONTO — Yola Marshall, IHG’s new regional director of sales and marketing for Canada, came from a job where the airplane was her home. “For two years, I was travelling almost every week,” she says of her previous role as regional director for IHG’s managed hotels in the Midwestern and Mid-Atlantic states and Canada. “It was fantastic and wonderful, and I got to know the hotels and cities, but I understand as a road warrior you get road weary. I got my purse stolen. What happens when your purse is stolen days before Christmas and you’re wondering how to get home?” Her experiences provided an appreciation for the “superstars, who calm you down.” She also became more aware of safety issues for hotel employees, including those working in a sales office in the basement of the building at 6:00, 7:00 or 8:00 p.m. In her new role, Marshall oversees the Hotel and Sales Marketing Support (HSMS) and Distribution and Loyalty Partnerships (DLP) teams for IHG’s portfolio of 172 hotels in Canada. Based in IHG’s regional headquarters in Mississauga, Ont., she is responsible for directing marketing and sales operations for all Canadian hotels as well as public relations and loyalty marketing. Marshall has worked for IHG for seven years, meaning the learning curve for her new position has been fairly short. With more than 21 years of hospitality experience, she joined IHG in 2008 as director of sales and marketing for the InterContinental Toronto Centre. In this leadership role, Marshall enhanced key stakeholder relationships, and her tenure resulted in long-term revenue and profit increases.

Yola Marshall Lara Hernandez, vice president, Digital, Loyalty & Partner Marketing, The Americas, IHG, commented: “Yola is a valued strategic leader with a proven track record for driving revenue and supporting sales and marketing teams. Her extensive experience in the hospitality industry, paired with her strong marketing knowledge, are great assets to our team.” Asked about the biggest challenges of her new role, Marshall says it’s important to understand the different brands, how to switch hats when talking about Holiday Inn, InterContinental or EVEN; and the role of loyalty programs as a driver of business. In her new role, she works with Jessica Checketts, digital strategist and Erica Blaine, loyalty manager. They will also recruit a social media and PR manager.

Frederic Dimanche takes the reins at Ryerson

Frederic Dimanche TORONTO — Dr. Steven Murphy, dean of the Ted Rogers School of Management announced on June 10 that Frederic Dimanche has been appointed director of the Ted Rogers School of Hospitality and Tourism Management (TRSHTM) at the Toronto’s Ryerson University and would assume the post on July 1. Dr. Dimanche replaces Dr. David Martin, who served as director for 10 years.

We’re Lighting Up the Northern Skies

“We all look forward to having Dr. Dimanche join our faculty and the Ted Rogers School of Hospitality and Tourism Management,” said Murphy in a letter sent to industry colleagues. He also thanked Dr. Martin “for his 10 years of tremendous leadership as the chair of TRSHTM” and added that “we are very happy that he will continue to teach and contribute to continued growth of TRSHTM in many invaluable ways.” Dr. Dimanche comes to TRSHTM from the SKEMA Business School in France, and completed his academic studies at the University of Oregon and the University of Poitiers, also in France. In addition, he has extensive experience in undergraduate and graduate teaching and research. In 2001, SKEMA Business School hired Dr. Dimanche to lead the development of Master programs and research in the field of tourism management. From 2008-09, Dr. Dimanche served as associate dean of the faculty at SKEMA. He is the founding director of the Center for Tourism Management at the school and currently manages the Master program in international hospitality management that he launched four years ago.

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guest experience Rene LeBlanc at Digby Pines.

Digby Pines joins Ascend Collection

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DIGBY, N.S. — Digby Pines Golf Resort & Spa has become the 11th property in Choice Hotels Canada’s Ascend Collection of hotels. Located on the western coast of Nova Scotia overlooking the Bay of Fundy, the Signature Resorts of Nova Scotia property has a rich history dating back to 1929. It includes a main lodge with 85 guestrooms and 31 independent cottages ranging from one to three-bedroom accommodations. The hotel’s resort amenities include a classic 18-hole Stanley Thompson golf course and an onsite Aveda spa, offering guests a full range of treatments. Nearby whale watching excursions lead the list of family friendly vacation highlights. Digby Pines also features two restaurants — Churchill’s Restaurant and Lounge and the 19th Hole Clubhouse & Eatery — serving classic dishes with a modern twist as well as local fare including freshly caught Digby scallops. “We were looking for something that would give us more reach in terms of sales and marketing,” general manager Rene LeBlanc told CLN. “We looked at the options and the best fit for us was Ascend. We didn’t want to lose Digby Pines’ identity, and the Ascend Collection gives us access to the powerful Choice reservation systems and sales and marketing in Canada.” LeBlanc noted that this year’s brutal Atlantic winter meant that he actually rented a snowblower to clear snow off the golf course — just to get the season started.

and suites. As Canada’s largest hotel, this translates into approximately half of the hotel’s room product. With a total investment of close to $30 million, additional refurbishments since 2013 include the lobby; three restaurants (T| Bar, Market Garden and express|o); updated meeting and banquet space; and an update to the hotel’s exterior balconies. During the refurbishment period, the hotel continued to keep sustainability top of mind. All of the guestrooms include low-flow showerheads and toilets as well as the installation of energy efficient light bulbs. This initiative dovetails with the hotel’s Bronze certification with EarthCheck, an environmental management program for the travel and tourism industry.

Calgary Marriott’s first M Club Lounge in Canada CALGARY — The Calgary Marriott Downtown announced on June 10 that it has opened Canada’s first M

Chelsea renovated guestroom.

Chelsea Toronto completes $12 million reno

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1 4 | Canadian Lodging News

TORONTO — The Chelsea Hotel, Toronto, just completed a $12 million guestroom refurbishment that includes five room types — Chelsea guestrooms, one and two bedroom suites, kitchenette suites and accessible guestrooms. This transformation coincides with the hotel’s 40th anniversary. The investment, the most extensive since 2006, includes 750 guestrooms

Calgary Marriott M Club Lounge.

Club Lounge, for Marriott Rewards Gold and Platinum Elite members as well as guests who choose to add M Club Lounge access to their reservation. Open 24/7, M Club offers expanded high-speed WiFi using the highest tier of Internet services available; WiFi printing; convenient power supplies near each seating group; four TVs, including one with laptop connection; and other business services such as computers, phone, fax, scanner and copier. Additional services and amenities include complimentary breakfast and evening hot/cold hors d’oeuvres, as well as grab-and-go food options; allday Starbucks coffee, tea and snacks; hydration station featuring still and sparkling water and other cold beverages; a la carte food and beverage menus available daily from 5:00 p.m. to 10:00 p.m; dedicated staff, including a hostess who can provide local recommendations and resources; and an activated bar with a bartender from 5:00 p.m. to 10:00 p.m. As part of their elite status, members are permitted to bring one guest into the lounge. All other guests can use M Club for an additional charge.

Fairfield Inns open in Calgary and Kamloops CALGARY, KAMLOOPS — The 124-room Fairfield Inn & Suites by Marriott opened in Calgary on June 8, the first hotel in the banner to open in the Alberta city. Adjacent to Central Memorial Park and 20 km from Calgary Inter-

national Airport, the hotel is owned by Parke Seville Mortgage GP Ltd. and managed by Luxury Hotels International of Canada, ULC. The 114-room Fairfield Inn & Suites by Marriott opened in mid-June in Kamloops, B.C., the first Fairfield property in the area to feature the brand’s new design and decor. Guestrooms include a work area featuring a curved, mobile desk, ergonomic chair, task lighting and convenient electrical outlets. In the living area there’s a couch, refrigerator, coffeemaker and microwave. The lobby provides connectivity options, as well as a “connect and print” area that offers both standing and seated Internet stations. Guests can also unwind in the lobby’s living area — whose focal points include a natural stone hearth, organic-shaped sofa and lounge chair — or they can buy a drink or snack from the 24/7 Corner Market. In the morning, the hotel serves complimentary hot breakfast, including oatmeal, scrambled eggs, sausage, make-your-own waffles, fruit, yogurt and whole grain cereals and breads. Additional amenities include an indoor swimming pool, exercise room, valet laundry service, complimentary WiFi, as well as fax and copy services. The hotel also offers 980 square feet of space to accommodate functions of up to 50 people. Located at 1475 Hugh Allan Drive, the property operates as a Marriott franchise, owned and managed by PHI Hotel Group of Surrey, B.C.

Whitecourt, in Whitecourt, Alta. The 104-room hotel offers a fitness centre, including a sauna and hot tub; a sundry shop; a business centre; and a meeting room that can accommodate up to 54 people. Also offered are complimentary hot breakfast, free WiFi access and free parking for cars and large vehicles. Convenient to oil, gas, agriculture and lumber industry hubs, the property is close to attractions such as the Allan & Jean Millar Centre, Forest Interpretive Centre Museum and Heritage Park, Rotary Park, and the Scott Safety Centre, home of the Whitecourt Wolverines hockey team.

Westin Bristol Place sold for $22M TORONTO — Colliers International announced on May 28 that it had sold the 288-room Westin Bristol Place Toronto Airport on behalf of affiliates of Blackstone to Easton’s Group of Hotels/The Gupta Group, A Steve Gupta Company. The sale price was $22 million. The hotel is located on Dixon Road and is one of the closest full-service hotels to Toronto Pearson International Airport. Amenities include over 18,000 square feet of flexible meeting space, lounge, café, indoor pool, fitness centre and business centre.

Motel 6 comes to Lethbridge, Windsor

Meet Marriott Canada’s new president MISSISSAUGA — Marriott Canada’s president has had a busy few months, meeting owners from coast to coast, working in Washington to integrate the Marriott and Delta brands, and picking Michael Beckley’s brain before he retired Don Cleary. last month. Don Cleary has Canadian experience, having worked as Marriott area vice-president overseeing operations here for a little over a year in 2009-2010. “It was great. I like to say that Canada is a lot of geography, but the business community in the hotel segment is a tightknit group.” He also has broad Marriott experience, having worked for the company for 26 years starting as a lawyer doing transactions, and working through roles in hotel development, asset management, hotel operations and as chief financial officer and chief operations officer in Asia. He became president of Marriott Hotels Canada in mid-March. When describing his goals, Cleary uses the word “preferred.” He would like Marriott to be the preferred employer in the hospitality segment in Canada, and says that joining the great Delta and Marriott cultures will help in this accomplishment. Delta has just been named by Aon Hewitt as one of the country’s Best Employers for the 15th time, and Marriott has

TORONTO — Realstar Hospitality announced on May 19 the opening of its newest Motel 6 in Canada, a conversion property located in Lethbridge, Alta. On June 9, Realstar also announced the opening of a Motel 6 located in Windsor, Ont. The 33-room hotel offers free WiFi, micro-fridges in all guestrooms, free morning coffee and free parking. Irwin Prince, president and COO, Realstar Hospitality said: “With 25 locations currently operating in Canada, we’ll continue with our franchise developFour Points launches in Surrey VANCOUVER — Starwood Hotels & Re- ment strategy for Motel 6 in 2015, with 10 projected sorts Worldwide announced on June 17 the openings.” opening of a Four Points property in Surrey, B.C., the brand’s second hotel in the Metro Vancouver area. Four Points Surrey features 77 guestrooms, full-service dining at Citrus Restaurant, an executive boardroom and 24-hour fitness centre. Other amenities include free WiFi, complimentary bottled water, and local craft and imported beer as part of the signature Best Brews program. The Four Points brand accounts for Starwood’s largest and fastest growing development pipeline. With 50 new hotel deals signed in 2014, the brand will surpass 200 properties In the not-so-distant future, your guests in 2015, with more than 25 planned openings will rate their stay on how much you let this year.

always featured prominently in Fortune’s Best Companies to Work For. He wants to lead in customer preferences as well. “We have a great chance because of the breadth of brands — we cover 11 of the 19 Marriott brands in Canada, and we have brands in all segments, whether extended stay, luxury or moderate-tier hotels.” Cleary also wants Marriott to be preferred in the owner community by driving premium rates, market share, profitability and best-inclass ownership. “With 125 hotels coupled with a leadership team based in Canada for Canada, we have the ability to meet these goals.” Cleary’s new leadership team is a combination of Marriott and Delta executives. The company in Canada is divided into Eastern and Western Teams, headed by Eastern area vice-president Paul Cahill, who will also be the Delta brand leader globally, and Martin Stitt, who comes from Delta and is based in Calgary, as area vice-president for the West. There are two area developers: Ryan McRae in the West and Manlio Marescotti in the East. Scott Allison is now head of owner and franchisee support services. The leadership team also includes: Laura Pallotta from Delta as vice-president of sales and marketing for Canada; Frederic Herlory, vice-president finance for Canada and Marisa Milton, vice-president of human resources for Canada. Says Cleary, “I am absolutely thrilled to be back in Canada. It’s a great place to do business and I have been welcomed by the business community. I am also looking to spend some personal time at some of these hotels,” he adds.

We have the future of mobility locked in.

Construction begins on Hampton Inn in Sarnia, Ont. HAMILTON, Ont. — Vrancor Group announced on June 1 that construction has begun on Hampton Inn by Hilton Sarnia, in Sarnia, Ont., and is expected to be completed in winter 2015. To be located on Venetian Boulevard, the six-storey, 92-room hotel will offer free WiFi, 24-hour business centre, meeting facilities for up to 150 people, indoor swimming pool and fitness centre. In addition, the property will offer daily free hot breakfast and Hampton’s On the Run Breakfast Bags, available Monday through Friday, and will feature Hampton’s signature Perfect Mix Lobby.

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Microtel Whitecourt opens WHITECOURT, ALTA. — Wyndham Hotel Group announced on May 27 that it has opened Microtel Inn & Suites by Wyndham

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Dale Meek joined the kitchen at Sawridge Inn and Conference Centre Fort McMurray, Alta., last year and was recently appointed to executive chef. Meek started his career at the Fairmont Royal York Hotel in Toronto as an apprentice. Meek’s passion for cooking has led him around the world, having worked in Europe, the Middle East, Asia and cruise ships. The B.C. Hospitality Foundation announced on May 28 the appoint-

ment of Jim Irving as the charity’s first director of fundraising and sponsorship. Irving comes to the position with nearly 30 years experience in the Canadian alcohol beverage industry. He has been sales and marketing manager for wine and spirit agencies and breweries as well as the Canadian president of a luxury vodka brand. Most recently, Irving was the general manager for Precept Wine, the largest privately owned wine company in the U.S. Pacific Northwest.

Carlson Rezidor Hotel Group announced on May 20 the appointment of Roger Chacko as executive vice-president and chief branding and marketing officer. Prior to Carlson Rezidor, he served as chief strategy officer for Bloomin’ Brands Inc., and held senior leadership roles with United Services Automobile Association, Kimberly-Clark, Mars, Danone, ConAgra and Kellogg’s. Alissa Montbriand has been named vice-president, global inte-

PEOPLE grated marketing communications, reporting to Chacko. Jeffrey Freund has been appointed senior vice-president, midscale brands, Americas, reporting to Javier Rosenberg, chief operating officer, Americas. Throughout his career, Freund has served Carlson Rezidor in positions including general manager roles in the U.S. and abroad. In 2005, he was promoted to director of operations, and since 2008, has served as vice-president, operations, owned and managed hotels. Industry veteran Elias Assaly has been named to Freund’s former position of vicepresident, operations, managed hotels. Assaly will be responsible for the overall success of the Carlson Rezidor Hotel Group managed portfolio, which includes Radisson blue, Radisson and Country Inn & Suites by Carlson hotels. Louis Simard, chef at Ottawa’s Fairmont Chateau Laurier, took home the gold medal and the $10,000 top prize at the Ontario Culinary Challenge hosted by the National Arts Centre and its executive chef John Morris May 5 as part of the Ontario Scene multidisciplinary festival. Four Seasons Hotel Vancouver announced on May 13 that it has welcomed a new general manager, Martin Sinclair. A 30-year Four Seasons Hotels & Resorts veteran, Sinclair joins the Vancouver hotel most recently from the Regent Singapore, a Four Seasons-managed hotel. During his time at Four Seasons, Sinclair, a native New Zealander, has crisscrossed the Pacific many times, working at Four Seasons properties in Australia, New Zealand, Bali, Chicago, San Diego, Nevis and Singapore, at a mix of luxury resorts and urban hotels. More recently, Sinclair is credited with giving the Singapore property a ‘rebirth’ in the community, transforming the hotel with a guestroom renovation and the launch of three high-performing food and beverage outlets.

B.C., announced on May 11 that Kalsang (Kelly) Chodon has been hired as spa manager for the Boathouse Spa & Baths. Bringing more than 12 years of hotel spa management experience to the position, Chodon joins the property from the Willow Stream Spa at The Fairmont Banff Springs. Ottawa Tourism chair Geoff Publow announced on June 3 that Noel Buckley, president and CEO, will be leaving in mid-July, after seven and a half years at the helm of the destination marketing organization. “I would like to thank Noel for his years of service. He guided the organization through pivotal years of its existence — from the introduction and revamping of the destination marketing program to the opening of the Chinese market to the ongoing planning for the celebrations of Canada’s 150th anniversary in 2017,” said Publow, vicepresident of strategic development for the Ottawa Senators, in a statement. Vrancor Group announced on May 25 that chef Emily Keller is now executive chef at Pinestone Resort & Conference Centre, in Haliburton, Ont. Keller started her culinary career at Pinestone Resort, and has also worked at the Canadian Tire Centre Arena and Lord Lansdowne retirement residence, both in Ottawa. She then joined the Domain of Killien, in Haliburton and in 2012, she returned to Pinestone as chef de partie. In other news, Pinestone has hired a new GM, John Teljeur, who used to work at the resort in its Delta days as the director of sales.

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Minding your own business.

Hilton Worldwide announced in late May that Debra Wilson has been named senior regional director, sales and marketing. Effective June 15, she will be supporting the 24 properties of the Northeast region. Most recently, Wilson served as director of sales and marketing for Hilton Toronto, a position she has held since she joined Hilton in April 2013. Prior to joining Hilton, Wilson served as regional director of sales and marketing for BayBridge Senior Living. Bob Ekman, vice-president, franchise sales and development, North America, IHG, is leaving to become CEO of MORE American Hospitality, effective July 1. Ekman’s last day with IHG will be June 12. Once he officially joins the Nashville, Tenn.-based company, Ekman will become an operating member of Deadwood Mountain Grand, a Holiday Inn Resort. In his new role, Ekman will work with MORE American Hospitality’s partner and operational arm, American Hospitality Management.

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D E S I G N F E AT U R E

Drake Devonshire design lauded By Kristen Smith, Associate Editor

SIx ways to manage guest conflict and prevent bad online reviews Dealing with guest conflict is one of the hardest things employees face in the service industry. If poorly managed, an on-property complaint can escalate to a bad online review. Negative reviews can frighten prospective guests away and put a permanent scar on the reputation and revenue of your business. Here are six guidelines for managing guest conflict in a way that prevents negative reviews and leaves guests feeling positive about you and your business.

WELLINGTON, Ont. — The Drake Devonshire Inn in Prince Edward County picked up three prizes at the annual Hospitality Design Awards in New York City in early June. Presented by Hospitality Design magazine, the Wellington, Ont. property — with 11 rooms and two suites — won Best in Show, Boutique/Lifestyle Hotel and Boutique/Lifestyle Guestrooms or Suites. There were a total of 560 entries from around the world. To create the winning look, Jeff Stober, founder and chief executive officer of Drake Hotel Properties, brought on John Tong of +tongtong studio to reinvent a circa-1800 foundry.

The owner’s suite. Photos by Nicolas Koenig.

TOP 6 LIST

Manage expectations. Guests arrive at your door with expectations of the quality, value and service your business will provide. If expectations are not met, conflict can result. Preventing conflict starts with setting realistic expectations of the experience you provide. Ensure that descriptions, imagery and other information on your website, promotional materials and listings on third-party sites are an accurate reflection of your business. It’s better to under-promise and over-deliver.

Be award of triggers. Triggers are things an employee does or says that make a guest angry. The more emotional a guest becomes, the harder it will be to reason with him. Visual triggers include gestures, body language, facial expressions, posture, personal presentation and environment. Verbal triggers include interrupting or telling guests they are wrong, refusing to accept responsibility and citing policy. Vocal triggers are related to the tone, volume and speed of your voice.

Maintain a positive attitude. Be aware that you too have triggers. If a guest says something offensive or untrue, you may become annoyed and less willing to help. Remind yourself that it’s your job to please customers, and sometimes that means setting aside your own feelings. Attitude is key. Rather than dread having to deal with upset guests, think of these situations as a welcome challenge. Tell yourself, “I can handle this. I’m going to turn this guest around.”

Understand what upset guests want. Most people are reasonable. They don’t expect perfection, and they understand that mistakes can happen. Their needs are simple. They want: an empathetic ear, a sincere apology, a quick solution and follow up. A follow-up call from management or a note and amenity to the guest’s room will reinforce your care and concern.

Support, train and empower staff. Management should provide employees with guidelines, training and empowerment to resolve issues quickly and effectively. If staff know how far they can go to appease upset guests and that management will support their decisions, they will act with more confidence.

Perform temperature checks. Rather than wait until departure to ask how the guest’s stay was, when it might be too late to fix problems, perform temperature checks during the stay. Ask open-ended questions like, “How is your stay going so far?” Be on alert for signs of trouble and follow up to ensure the guest doesn’t walk out the door upset.

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COMING EVENTS Sept. 9-10, 2015: Canadian Resort Conference, Pan Pacific Hotel, Vancouver. Contact: Sharon Mattimoe. Tel. 321-948-1319; Email: Sharon@ perspectivegrp.com. Website: pespectivemagazine.com. Oct. 18-19, 2015: CONNECT Food + Drink + Lodging. Vancouver Convention Centre West. Contact: Samantha Scholefield. Tel.: 604-628-5655. Email: Samantha@connectshow.com. Website: connectshow.com. Oct. 19-20, 2015: Western Canadian Hotel & Resort Investment Conference. Hyatt Regency Hotel Vancouver. Contact: Orie Berlasso. Tel.: 866-887-4453. Email: Orieberlasso@bigpictureconferences.ca. Website: hotel-resortinvest.ca. Oct. 20, 2015: MHA ‘15 Tradeshow, Manitoba Hotel Association. Victoria

1 8 | Canadian Lodging News

Inn Hotel, Winnipeg. Contact: Jerry Weir, show manager or Ryan Kirkness, sales manager. Tel.: 204-942-0671 or

888-859-9976. Email: info@centrex.ca. Website: www.ManitobaHotelAssociation.ca/mha15.

This article is courtesy of ReviewPro. To find out more about ReviewPro’s Guest Intelligence solutions, please contact them at press@reviewpro.com or request a free demo.

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